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2017-12-18T16:42:00Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
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What is your primary use case for BMC Helix ITSM?

How do you or your organization use this solution?

Please share with us so that your peers can learn from your experiences.

Thank you!

20
PeerSpot user
20 Answers
SK
Solutions Architect at Bytes Systems Integration
Real User
Top 20
2022-08-25T20:46:04Z
25 August 22

The BMC Helix ITSM can be deployed on-premise or in the cloud. We use BMC Helix ITSM in the financial sector.

Yousef Bayari - PeerSpot reviewer
ITSM Consultant at a comms service provider with 10,001+ employees
Real User
Top 5Leaderboard
2022-08-02T21:31:39Z
02 August 22

We are using BMC Helix ITSM mainly to manage the infrastructure network in terms of our CMDB. It is used for maintaining all the network elements, such as all the incidents, changes, and problems around the infrastructure network.

SA
Principal Architect at Long View Systems
MSP
Top 20
2022-06-22T22:04:01Z
22 June 22

It's a help desk software. It is an ITSM system. We are an MSP. We use it in-house and then we use it for a bunch of our other customers.

Navneet Gupta - PeerSpot reviewer
IT Manager at a manufacturing company with 10,001+ employees
Real User
Top 20
2022-06-13T23:45:00Z
13 June 22

The main use case for Helix ITSM is managing break/fix tickets and all other issues with the product. It tracks customer issues using an incident model. We have problem management for recurring issues and do a deep dive if we need some change to fix the root cause. We can also identify if a change caused the issue with a holistic analysis.

Shrikant Pillay - PeerSpot reviewer
Service Management Consultant at Tata Consultancy
Real User
Top 5Leaderboard
2022-05-20T18:58:51Z
20 May 22

I used this solution as part of my previous role where I was a solution architect designing comprehensive solutions for customers in the APAC region, including India. The customers predominantly have challenges with respect to the ITSM area. The primary use cases could be particular incident problems and change management modules. There are of course requirements on your cellphone catalog front. Along with other BMC products, it could be discovery or it could be your monitoring solution. Every fourth or fifth client I have worked with has had the BMC solution. It's a cloud solution and deployed on-prem.

MakhosonkeMatshoba - PeerSpot reviewer
ESM Specialist at LetsCloudIT
Real User
Top 5Leaderboard
2022-03-17T19:20:54Z
17 March 22

We use BMC Helix ITSM only for managing internal tickets. I only use it for checking my tickets because I'm just an end-user. I phone the service desk or I use their self-service interface to log my tickets. I have access to the interface, which I use to receive feedback on my tickets. If there's any work that I do for internal support, I use the same interface. The interface is what I use to receive information into the system and let the service desk know how far I am. There's very little that I do on that side of things. It's less than 5 percent of the work I do on BMC Helix ITSM, and 95 percent of the work I do is with CA Service Desk.

Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
632,611 professionals have used our research since 2012.
MD
Executive Consultants Team Lead at a tech services company with 11-50 employees
Consultant
2022-03-17T14:23:08Z
17 March 22

We are mostly involved in service assurance for telecommunications; service assurance and network provisioning for telecommunications. We use BMC Helix ITSM in these areas. Most of our use cases involving BMC Helix ITSM are for change management and trouble ticketing. If you look at telecommunications companies, everything revolves around incident problems and change.

Bharath_Ram - PeerSpot reviewer
Lead, Tools implementation & Project Management at a financial services firm with 501-1,000 employees
Real User
Top 10
2022-02-06T07:31:37Z
06 February 22

This is an IT Service Management tool for incident management. I use this product as an end-user and not an administrator. This is not a product that I use extensively. We primarily use it for incident tracking and service request tracking.

AG
CTO y Socio at a tech services company with 5,001-10,000 employees
Real User
Top 20
2021-12-24T10:16:00Z
24 December 21

We use Helix to manage services for clients in Latin America and provide a service desk.

Fairoz Gadad - PeerSpot reviewer
Project Manager at a computer software company with 501-1,000 employees
Real User
Top 20
2021-10-26T11:15:02Z
26 October 21

Most of our customers use ITSM for incident, problem, and change management, and BMC gives them a complete solution.

PeerSpot user
Practice Director, Global Infrastructure Services at Wipro Limited
Real User
Top 5Leaderboard
2021-09-22T18:00:00Z
22 September 21

We use BMC Helix for application discovery and dependency mapping the area of the nCode. It's one of the best programs we've used. We usually serve around 10 to 20 customers with this solution but it's fewer than 10 now.

Will Sefara - PeerSpot reviewer
Managing Director at Will Consulting
Real User
Top 5
2021-07-21T05:39:05Z
21 July 21

I'm a service management specialist and I'm in partnership with BMC.

AA
Technical Program Manager / Site Lead at a computer software company with 51-200 employees
Real User
Top 20
2021-02-26T20:51:23Z
26 February 21

The solution is for all IT management. It takes care of the day-to-day operations and customers' policies. The initial implementation was to start creating a knowledge base and capture information as it happened. Then by using that knowledge base analysis and see what trends are occurring within the systems.

Jyoti Ranjan - PeerSpot reviewer
ITSM Consultant at a media company with 10,001+ employees
Real User
Top 10
2020-11-15T16:12:39Z
15 November 20

We mainly use it for service requests and incident management. It is being used for all problem tickets and change requests. We are using the latest version.

HW
IT-Consultant at a computer software company with 201-500 employees
Consultant
2020-11-13T09:45:28Z
13 November 20

Overall, within our company, there are over 15,000 end-users and 400 incident management members using this solution.

EC
Sales Engineer at a tech services company with 51-200 employees
Reseller
Top 20
2020-11-07T11:08:12Z
07 November 20

Clients use it for incident management, problem management, change management, and device management.

NS
Solutions Architect at Tech Mahindra Limited
Real User
2020-07-09T06:27:05Z
09 July 20

We are not using this product. Rather, we are proposing it as a part of our solution because we have experience with the on-premise and the ROE (remedy on demand). We upgrade and do the installation for our customers.

Mogle - PeerSpot reviewer
Senior BMC Remedy Consultant at Mogle & Partners Limited
Consultant
2020-06-30T08:17:32Z
30 June 20

The primary use case of this solution for individuals calling into the help desk to have a ticket created over the phone, which becomes an incident. If the incident gets upgraded then it becomes a problem and then they work on it.

reviewer1290114 - PeerSpot reviewer
IT Consultant at a retailer with 10,001+ employees
Real User
2020-02-17T09:40:00Z
17 February 20

This tool is used for ticketing purposes, to track down daily issues and requests as part of business requirements. It includes ITIL practices such as incident management, problem management, change management, asset management, and configuration management. We are able to link tickets to one another. It is used to create, modify, update, and resolve tickets. Parent/child tickets are possible to create. It can also create problem tickets and change requests. It will easily calculate SLAs and can create and customize reports as per user requirement.

it_user790833 - PeerSpot reviewer
Information Security Specialist at a financial services firm with 501-1,000 employees
User
2017-12-18T16:42:00Z
18 December 17

It is the enterprise ticketing system at KU Health Systems. We use it for incident management, asset management, knowledge management, problem management, release management, and change management. There are also several tools, such as SCCM, and other integration solutions (e.g., TLS) which ingest the data and give the executives a flash dashboard to look at. The idea is to reduce downtime and expedite recovery time.

Related Questions
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
Aug 25, 2022
Hi, We all know it's really hard to get good pricing and cost information. Please share what you can so you can help your peers.
2 out of 13 answers
NS
Solutions Architect at Tech Mahindra Limited
09 July 20
Pricing on the licensing depends on how you want to position it. If you are looking for some kind of professional services form the OEM then you would have to purchase that.
EC
Sales Engineer at a tech services company with 51-200 employees
07 November 20
It is too expensive for a small business.
PeerSpot user
Manager of IT Connectivity at a healthcare company with 51-200 employees
Oct 25, 2021
I am evaluating different support platforms for my Healthcare organization. The intention is to use the platform with external and internal users, and the platform should be HIPAA compliant with all the required guidelines of encryption with data in transit and data at rest. I've looked into the different modules with JIRA but none of them seem to be concrete enough to support HIPAA compliance...
2 out of 9 answers
PeerSpot user
Director of Technology at a tech services company
10 January 17
What aspects of the IS HIPAA spec are you worried about JIRA violating? Are you intending to use it as a patient-facing solution, or internal for developers?
10 January 17
Hi Ariel, I would use https://synoptek.com/it-infrastructure-services/it-support/24x7-help-desk/ I cannot find any HIPAA compliance for JIRA. Regards, Patrick
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